Customer Success Analyst (Mid-Level) - Remote

Overview

We are looking for a mid-level Customer Success Analyst to join our dynamic and results-oriented team. This role is crucial for ensuring customer satisfaction and retention. Be part of a team that has been growing year after year and delivering proposed results!

In Short

• Cultivate positive, long-term relationships with clients and partners, ensuring a deep understanding of their needs and goals;
• Identify and resolve customer issues efficiently, collaborating with other internal teams as necessary;
• Empower and encourage customers to expand, identifying upsell or cross-sell opportunities when appropriate;
• Develop strong relationships with clients, understanding their needs and objectives;
• Guide actions and decisions based on data and operational metrics.

Requirements

• Preferably reside in São Paulo, due to in-person visits to strategic clients;
• Experience in Customer Success in a technology or SaaS company;
• Proficiency in Customer Success KPIs;
• Knowledge in data analysis and analytical tools;
• Previous experience in customer service, support, or related areas;
• Familiarity with CRM tools and customer management;
• Experience in expansion and retention in CS;
• Experience in customer journey, surveys, prevention, and process mapping;
• Able to work with Mid Market (Mid Touch and High Touch), managing the client portfolio;
• Resilient profile with excellent adaptability;
• Excellent verbal and written communication skills;
• Customer-oriented prioritization and organizational skills.

Benefits

• 100% remote work with flexible hours;
• Zenvia Care is our benefits program for you and your family;
• Healthcare: health and dental plan with no co-participation for the employee and the possibility to include dependents, life insurance, telemedicine, and medical specialties;
• Wellness care: payroll loans after 3 months, day off on birthday, TotalPass, sports and nutritional coaching, and free telepsychology for dependents;
• Parental care: extended maternity and paternity leave, pregnancy support, and childcare assistance until 71 months;
• Remote Care: policy for temporary relocation, R$1,500 to assist with home office equipment, monthly home office assistance of R$250, with the possibility to allocate R$50 to Private Pension, Alelo Tudo worth R$950 in Meal/Food vouchers or flexible benefits, and partnerships with co-working spaces across Brazil;
• Career: internal mobility program, language program, and access to a Learning Hub for your development and to activate your potential and design your career at Zenvia;
• Participation in results because you helped build them;
• Direct connection with colleagues from other countries and an informal work environment where colleagues share knowledge, collaborate, and learn together;
• Transparency, open dialogue, and security for everyone to be who they want to be are essential for us.